Change Management System and Method

ABSTRACT

A method, computer program product, and computing system for gathering transition information from a user concerning a business process transition event; and processing the transition information to generate a bespoke journey concerning the business process transition event.

RELATED APPLICATION(S)

This application claims the benefit of U.S. Provisional Application No.63/067,108, filed on 18 Aug. 2020, the entire contents of which areincorporated herein by reference.

TECHNICAL FIELD

This disclosure relates to management systems and methods and, moreparticularly, to management systems and methods that manage businessprocess transition events.

BACKGROUND

Often times, a platform is installed in a professional environment andwill be in use for years, if not decades. For example, medicalorganizations may install record management systems or bill processingsystems that are well known and well used. Unfortunately, as technologyadvances, these systems may not age gracefully and may becomeantiquated.

However, the desire to change to more updated systems may be lacking, asthese systems are well known and/or tested, and the interest in taking achance on (or learning) a new system may be a scary proposition for anorganization.

SUMMARY OF DISCLOSURE Concept 1: Journey

In one implementation, a computer-implemented method is executed on acomputing device and includes: gathering transition information from auser concerning a business process transition event; and processing thetransition information to generate a bespoke journey concerning thebusiness process transition event.

One or more of the following features may be included. The businessprocess transition event may include a business process transition eventfrom a first business process to a second business process. The firstbusiness process may include one or more of: a first operating platform;a first software platform; a first hardware platform; a first operatingenvironment; and a first operational system. The second business processmay include one or more of: a second operating platform; a secondsoftware platform; a second hardware platform; a second operatingenvironment; and a second operational system. The business processtransition event may concern a transition event from a first businessoperational process to a second operational process.

The bespoke journey may be provided to the user. Information concerningthe bespoke journey may be provided to a plurality of recipientsparticipating in the business process transition event. Gatheringtransition information from a user concerning a business processtransition event may include: rendering a user interface that isconfigured to gather transition information from the user concerning thebusiness process transition event. A plurality of journey scenarios maybe defined. The plurality of journey scenarios may be presented to theuser for review. The user may be enabled to select a specific journeyscenario from the plurality of journey scenarios for the businessprocess transition event. Processing the transition information togenerate a bespoke journey concerning the business process transitionevent may include: processing the specific journey scenario and thetransition information to generate the bespoke journey concerning thebusiness process transition event.

In another implementation, a computer program product resides on acomputer readable medium and has a plurality of instructions stored onit. When executed by a processor, the instructions cause the processorto perform operations including gathering transition information from auser concerning a business process transition event; and processing thetransition information to generate a bespoke journey concerning thebusiness process transition event.

One or more of the following features may be included. The businessprocess transition event may include a business process transition eventfrom a first business process to a second business process. The firstbusiness process may include one or more of: a first operating platform;a first software platform; a first hardware platform; a first operatingenvironment; and a first operational system. The second business processmay include one or more of: a second operating platform; a secondsoftware platform; a second hardware platform; a second operatingenvironment; and a second operational system. The business processtransition event may concern a transition event from a first businessoperational process to a second operational process.

The bespoke journey may be provided to the user. Information concerningthe bespoke journey may be provided to a plurality of recipientsparticipating in the business process transition event. Gatheringtransition information from a user concerning a business processtransition event may include: rendering a user interface that isconfigured to gather transition information from the user concerning thebusiness process transition event. A plurality of journey scenarios maybe defined. The plurality of journey scenarios may be presented to theuser for review. The user may be enabled to select a specific journeyscenario from the plurality of journey scenarios for the businessprocess transition event. Processing the transition information togenerate a bespoke journey concerning the business process transitionevent may include: processing the specific journey scenario and thetransition information to generate the bespoke journey concerning thebusiness process transition event.

In another implementation, a computing system includes a processor and amemory system configured to perform operations including gatheringtransition information from a user concerning a business processtransition event; and processing the transition information to generatea bespoke journey concerning the business process transition event.

One or more of the following features may be included. The businessprocess transition event may include a business process transition eventfrom a first business process to a second business process. The firstbusiness process may include one or more of: a first operating platform;a first software platform; a first hardware platform; a first operatingenvironment; and a first operational system. The second business processmay include one or more of: a second operating platform; a secondsoftware platform; a second hardware platform; a second operatingenvironment; and a second operational system. The business processtransition event may concern a transition event from a first businessoperational process to a second operational process.

The bespoke journey may be provided to the user. Information concerningthe bespoke journey may be provided to a plurality of recipientsparticipating in the business process transition event. Gatheringtransition information from a user concerning a business processtransition event may include: rendering a user interface that isconfigured to gather transition information from the user concerning thebusiness process transition event. A plurality of journey scenarios maybe defined. The plurality of journey scenarios may be presented to theuser for review. The user may be enabled to select a specific journeyscenario from the plurality of journey scenarios for the businessprocess transition event. Processing the transition information togenerate a bespoke journey concerning the business process transitionevent may include: processing the specific journey scenario and thetransition information to generate the bespoke journey concerning thebusiness process transition event.

The details of one or more implementations are set forth in theaccompanying drawings and the description below. Other features andadvantages will become apparent from the description, the drawings, andthe claims.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a diagrammatic view of a distributed computing networkincluding a computing device that executes a change management processaccording to an embodiment of the present disclosure;

FIG. 2 is a diagrammatic view of a business process transition event tobe managed by the change management process of FIG. 1 according to anembodiment of the present disclosure;

FIG. 3 is a flowchart of the change management process of FIG. 1according to an embodiment of the present disclosure;

FIG. 4 is a diagrammatic view of a journey generated by the changemanagement process of FIG. 1 according to an embodiment of the presentdisclosure;

FIG. 5 is a diagrammatic view of a user interface generated by thechange management process of FIG. 1 for generating a journey accordingto an embodiment of the present disclosure;

FIG. 6 is another flowchart of the change management process of FIG. 1according to an embodiment of the present disclosure;

FIG. 7 is another flowchart of the change management process of FIG. 1according to an embodiment of the present disclosure;

FIG. 8 is another flowchart of the change management process of FIG. 1according to an embodiment of the present disclosure;

FIG. 9 is a diagrammatic view of a journey generated by the changemanagement process of FIG. 1 with corresponding journey stages accordingto an embodiment of the present disclosure;

FIG. 10 is another flowchart of the change management process of FIG. 1according to an embodiment of the present disclosure;

FIGS. 11-12 are diagrammatic views of a user interface generated by thechange management process of FIG. 1 for generating a journey accordingto an embodiment of the present disclosure;

FIG. 13 is another flowchart of the change management process of FIG. 1according to an embodiment of the present disclosure; and

FIG. 14 is a diagrammatic view of a user interface generated by thechange management process of FIG. 1 for utilizing event templatesaccording to an embodiment of the present disclosure.

Like reference symbols in the various drawings indicate like elements.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

System Overview

Referring to FIG. 1, there is shown change management process 10. Changemanagement process 10 may be implemented as a server-side process, aclient-side process, or a hybrid server-side/client-side process. Forexample, change management process 10 may be implemented as a purelyserver-side process via change management process 10 s. Alternatively,change management process 10 may be implemented as a purely client-sideprocess via one or more of change management process 10 c 1, changemanagement process 10 c 2, change management process 10 c 3, and changemanagement process 10 c 4. Alternatively still, change managementprocess 10 may be implemented as a hybrid server-side/client-sideprocess via change management process 10 s in combination with one ormore of change management process 10 c 1, change management process 10 c2, change management process 10 c 3, and change management process 10 c4. Accordingly, change management process 10 as used in this disclosuremay include any combination of change management process 10 s, changemanagement process 10 c 1, change management process 10 c 2, changemanagement process 10 c 3, and change management process 10 c 4.

Change management process 10 s may be a server application and mayreside on and may be executed by computing device 12, which may beconnected to network 14 (e.g., the Internet or a local area network).Examples of computing device 12 may include, but are not limited to: apersonal computer, a server computer, a series of server computers, amini computer, a mainframe computer, or a cloud-based computingplatform.

The instruction sets and subroutines of change management process 10 s,which may be stored on storage device 16 coupled to computing device 12,may be executed by one or more processors (not shown) and one or morememory architectures (not shown) included within computing device 12.Examples of storage device 16 may include but are not limited to: a harddisk drive; a RAID device; a random access memory (RAM); a read-onlymemory (ROM); and all forms of flash memory storage devices.

Network 14 may be connected to one or more secondary networks (e.g.,network 18), examples of which may include but are not limited to: alocal area network; a wide area network; or an intranet, for example.

Examples of change management processes 10 c 1, 10 c 2, 10 c 3, 10 c 4may include but are not limited to a web browser, a game console userinterface, a mobile device user interface, or a specialized application(e.g., an application running on e.g., the Android™ platform, the iOS™platform, the Windows™ platform, the Linux™ platform or the UNIX™platform). The instruction sets and subroutines of change managementprocesses 10 c 1, 10 c 2, 10 c 3, 10 c 4, which may be stored on storagedevices 20, 22, 24, 26 (respectively) coupled to client electronicdevices 28, 30, 32, 34 (respectively), may be executed by one or moreprocessors (not shown) and one or more memory architectures (not shown)incorporated into client electronic devices 28, 30, 32, 34(respectively). Examples of storage devices 20, 22, 24, 26 may includebut are not limited to: hard disk drives; RAID devices; random accessmemories (RAM); read-only memories (ROM), and all forms of flash memorystorage devices.

Examples of client electronic devices 28, 30, 32, 34 may include, butare not limited to, a smartphone (not shown), a personal digitalassistant/virtual assistant (e.g., Amazon® Alexa®, Google® Assistant®,Apple® Siri®) (not shown), a tablet computer (not shown), laptopcomputers 28, 30, 32, personal computer 34, a notebook computer (notshown), a server computer (not shown), a gaming console (not shown), anda dedicated network device (not shown). Client electronic devices 28,30, 32, 34 may each execute an operating system, examples of which mayinclude but are not limited to Microsoft Windows™, Android™, iOS™,Linux™, or a custom operating system.

Users 36, 38, 40, 42 may access change management process 10 directlythrough network 14 or through secondary network 18. Further, changemanagement process 10 may be connected to network 14 through secondarynetwork 18, as illustrated with link line 44.

The various client electronic devices (e.g., client electronic devices28, 30, 32, 34) may be directly or indirectly coupled to network 14 (ornetwork 18). For example, laptop computer 28 and laptop computer 30 areshown wirelessly coupled to network 14 via wireless communicationchannels 44, 46 (respectively) established between laptop computers 28,30 (respectively) and cellular network/bridge 48, which is showndirectly coupled to network 14. Further, laptop computer 32 is shownwirelessly coupled to network 14 via wireless communication channel 50established between laptop computer 32 and wireless access point (i.e.,WAP) 52, which is shown directly coupled to network 14. Additionally,personal computer 34 is shown directly coupled to network 18 via ahardwired network connection.

WAP 52 may be, for example, an IEEE 802.11a, 802.11b, 802.11g, 802.11n,Wi-Fi, and/or Bluetooth device that is capable of establishing wirelesscommunication channel 50 between laptop computer 32 and WAP 52. As isknown in the art, IEEE 802.11x specifications may use Ethernet protocoland carrier sense multiple access with collision avoidance (i.e.,CSMA/CA) for path sharing. As is known in the art, Bluetooth is atelecommunications industry specification that allows e.g., mobilephones, computers, and personal digital assistants to be interconnectedusing a short-range wireless connection.

Change Management Process Overview

As discussed above, a platform may be installed in a professionalenvironment (e.g., a corporate environment, a medical environment, aretail environment) and may be utilized for years (if not decades). Forexample, a medical organization may install a medical records managementsystem or a medical bill processing system that may be in use for longerthan its expected life cycle. In another example, a legal organizationmay utilize a manual paper-based storage system which is unable toprovide electronic access to particular files. Further and as discussedabove, such systems may not age gracefully and may become antiquated.However and due to institutional knowledge, the desire to change to amore updated and technologically advanced system may be lacking, as theinstalled system is well known/proven and there may be little interestin installing and learning a new system.

As will be discussed below in greater detail and referring also to FIG.2, change management process 10 may manage a business process transitionevent (e.g., business process transition event 100) from such an older,well-known system (e.g., first business process 102) to such an updatedand technologically advanced system (e.g., second business process 104).Accordingly, the business process transition event (e.g., businessprocess transition event 100) may concern any transition event from afirst business operational process to a second business operationalprocess.

Examples of the first business process (e.g., first business process102) may include but are not limited to one or more of: a firstoperating platform (e.g., a first operating system); a first softwareplatform (e.g., a first word processing platform); a first hardwareplatform (e.g., a first server platform); a first operating environment(e.g., a first bill processing environment); and a first operationalsystem (e.g., a first customer relationship management system).

Examples of the second business process (e.g., second business process104) may include but are not limited to one or more of: a secondoperating platform (e.g., a second operating system); a second softwareplatform (e.g., a second word processing platform); a second hardwareplatform (e.g., a second server platform); a second operatingenvironment (e.g., a second bill processing environment); and a secondoperational system (e.g., a second customer relationship managementsystem).

For the following example, assume that a client (e.g., user 42) wishesto manage a business process transition event (e.g., business processtransition event 100) in which a first business process (e.g., firstbusiness process 102) is transitioned to a second business process(e.g., second business process 104). Accordingly and as will bediscussed below in greater detail, the client (e.g., user 42) mayutilize change management process 10 (alone or in combination withartificial intelligence engine 106) to generate a journey that will aidthe client (e.g., user 42) in successfully managing such a businessprocess transition event (e.g., business process transition event 100).

Defining the Journey

Referring also to FIG. 3, change management process 10 may gather 200transition information (e.g., transition information 108) from a user(e.g., user 42) concerning a business process transition event (e.g.,business process transition event 100). Change management process 10 maybe utilized alone or in combination with a representative (e.g., user36) of a company (e.g., National Coordination Center of Washington D.C.)that manages such business process transition events (e.g., businessprocess transition event 100).

Examples of such transition information (e.g., transition information108) gathered 200 from the user (e.g., user 42) may include but are notlimited to:

-   -   information concerning the first business process (e.g., first        business process 102), such as the type of operating platform        (e.g., the type of operating system); the type of software        platform (e.g., the type of word processing platform); the type        of hardware platform (e.g., the type of server platform); the        type of operating environment (e.g., the type of bill processing        environment); and the type of operational system (e.g., the type        of customer relationship management system);    -   information concerning the second business process (e.g., second        business process 104), such as the type of operating platform        (e.g., the type of operating system); the type of software        platform (e.g., the type of word processing platform); the type        of hardware platform (e.g., the type of server platform); the        type of operating environment (e.g., the type of bill processing        environment); and the type of operational system (e.g., the type        of customer relationship management system);    -   timeline information (e.g., the period of time available for        executing the business process transition event (e.g., business        process transition event 100));    -   the quantity of people being impacted by the business process        transition event (e.g., business process transition event 100);        and    -   the geographic diversity of the business process transition        event (e.g., business process transition event 100).

When gathering 200 transition information (e.g., transition information108) from a user (e.g., user 42) concerning a business processtransition event (e.g., business process transition event 100), changemanagement process 10 may render 202 a user interface (e.g., userinterface 110) that is configured to gather transition information(e.g., transition information 108) from the user (e.g., user 42)concerning the business process transition event (e.g., business processtransition event 100).

In one example, gathering 200 transition information (e.g., transitioninformation 108) from a user (e.g. user 42) concerning a businessprocess transition event (e.g., business process transition event 100)may include receiving information concerning particular roles and/orfunctionality of the first business process (e.g., first businessprocess 102) and/or second business process (e.g., second businessprocess 104). For example, suppose each of first business process 102and second business process 104 are medical service platforms thatinclude various workflows for particular users (e.g., a bill processingworkflow for billing specialists; a patient interface for medicalprofessionals; and an electronic health record access service forlaboratory technicians). In this example, different users withparticular roles and/or needs may utilize various portions orfunctionalities of first business process 102 and second businessprocess 104.

Accordingly, change management process 10 may specify particular rolesand functionality to transition from within first business process 102to second business process 104 for business process transition event100. As will be discussed in greater detail below, change managementprocess 10 may process transition information 108 to generate one ormore bespoke journeys concerning business process transition event 100corresponding to particular roles and/or functionalities of secondbusiness process 104.

Referring also to FIG. 4, change management process 10 may process 204the transition information (e.g., transition information 108) togenerate a bespoke journey (e.g., bespoke journey 300) concerning thebusiness process transition event (e.g., business process transitionevent 100), wherein the bespoke journey (e.g., bespoke journey 300) mayinclude an event roadmap (e.g., event roadmap 302). Accordingly and insuch a configuration, change management process 10 may define 206 theevent roadmap (e.g., event roadmap 302) for the bespoke journey (e.g.,bespoke journey 300).

The event roadmap (e.g., event roadmap 302) may define a plurality ofsubevents (e.g., subevents 304, 306, 308, 310, 312) for the bespokejourney (e.g., bespoke journey 300). While the plurality of subevents(e.g., subevents 304, 306, 308, 310, 312) is shown to include fivediscrete subevents (e.g., subevents 304, 306, 308, 310, 312), this isfor illustrative purposes only and is not intended to be a limitation ofthis disclosure, as other configurations are possible and are consideredto be within the scope of this disclosure. For example, it is understoodthat the plurality of subevents (e.g., subevents 304, 306, 308, 310,312) may include tens, hundreds or thousands of discrete subevents.

Examples of the plurality of subevents (e.g., subevents 304, 306, 308,310, 312) may include but are not limited to one or more of:

-   -   a deadline event, wherein a deadline may be defined concerning        bespoke journey 300 and/or business process transition event        100;    -   a milestone event, wherein a milestone may be defined concerning        bespoke journey 300 and/or business process transition event        100;    -   a general condition event, wherein a required condition may be        defined concerning bespoke journey 300 and/or business process        transition event 100;    -   a subsequent condition event, wherein a condition may be defined        that occurs after (i.e., subsequent to) a specific event        concerning bespoke journey 300 and/or business process        transition event 100;    -   a precedent condition event, wherein a condition may be defined        that occurs before (i.e., prior to) a specific event concerning        bespoke journey 300 and/or business process transition event        100;    -   a communication event (e.g., a meeting/seminar/survey/individual        message/mass email) concerning bespoke journey 300 and/or        business process transition event 100;    -   an information distribution event (e.g., a flyer/document)        concerning bespoke journey 300 and/or business process        transition event 100;    -   a training event (e.g., a seminar/class/tutorial) concerning        bespoke journey 300 and/or business process transition event        100;    -   a feedback submission event (e.g., a form/email        address/telephone number/chatbot) concerning bespoke journey 300        and/or business process transition event 100;    -   a discontinuation-of-use event (e.g., a notification that use of        first business process 102 has ceased) concerning bespoke        journey 300 and/or business process transition event 100;    -   an initiation-of-use event (e.g., a notification that use of        second business process 104 has begun) concerning bespoke        journey 300 and/or business process transition event 100; and    -   a transition-of-use event (e.g., a notification that first        business process 102 is currently being transitioned to second        business process 104) concerning bespoke journey 300 and/or        business process transition event 100.

Defining 206 the event roadmap (e.g., event roadmap 302) for the bespokejourney (e.g., bespoke journey 300) may include receiving a selection ofparticular events or subevents (e.g., subevents 304, 306, 308, 310, 312)for specific journeys (e.g., bespoke journey 300). For example, a user(e.g., user 42) may build distinct journeys (e.g., bespoke journey 300)for particular roles and/or functionality. Referring also to FIG. 5,change management process 10 may provide a user interface (e.g., userinterface 400) for receiving a selection of particular subevents (e.g.,subevents 402, 404, 406, 408) for specific journeys. As discussed above,a bespoke journey may define an event roadmap (e.g., event roadmap 410)configured to guide a user through the business process transition event(e.g., business process transition event 100). For example, a user(e.g., user 42) may select from a listing of particular subevents (e.g.,subevents 412, 414, 416) from a subevent window (e.g., subevent window418) for inclusion in event roadmap 410. In this example, changemanagement process 10 may provide subevents 412, 414, 416 for selection(e.g., clicking via a cursor, clicking and dragging via a cursor, etc.)in event roadmap 410. For example, change management process 10 mayallow user 42 to place particular subevents 412, 414, and/or 416 withinevent roadmap 410. As shown in FIG. 5, subevents 404, 406, 408 are shownin dashed lines to represent subevent placeholders within event roadmap410. While one example of event roadmap 410 is shown in FIG. 5, changemanagement process 10 may allow for various configurations of the eventroadmap to be defined within the scope of the present disclosure.

As will be discussed in greater detail below, a plurality of recipients(e.g., plurality of recipients 120) may be assigned to particular eventroadmaps (e.g., event roadmap 302) for bespoke journeys (e.g., bespokejourney 300). For example, user 42 may define 206 an event roadmap fore.g., user 38 and a separate event roadmap for e.g., user 40. In someimplementations, the plurality of recipients (e.g., plurality ofrecipients 120) may be able to provide input for specific events. Forexample, plurality of recipients 120 may be able to (via a userinterface) select particular events to participate in. Suppose thatevent roadmap 302 includes a virtual training session with multipleviewing opportunities. In this example, plurality of recipients 120 maybe able to select a particular virtual training session from a list ofavailable timeslots. In this manner, change management process 10 mayallow a user to define event roadmaps (e.g., event roadmap 302) for abespoke journey (e.g., bespoke journey 300) with the option to receiveinput from the plurality of recipients (e.g., plurality of recipients120) for selection of particular events or subevents.

In order to aid/guide the user (e.g., user 42) with respect to thegeneration the bespoke journey (e.g., bespoke journey 300) concerningthe business process transition event (e.g., business process transitionevent 100), change management process 10 may define 208 a plurality ofjourney scenarios (e.g., plurality of journey scenarios 112). Examplesof the plurality of journey scenarios (e.g., plurality of journeyscenarios 112) may include but are not limited to a plurality ofpredefined journey shells that may be reviewed and/or selected and/orpopulated by the user (e.g., user 42), wherein each of the plurality ofjourney scenarios (e.g., plurality of journey scenarios 112) may definea common business process transition event, examples of which mayinclude but are not limited to:

-   -   Journey Scenario 1: A business process transition event from        Electronic Billing Platform A→Electronic Billing Platform B;    -   Journey Scenario 2: A business process transition event from        Electronic Billing Platform A→Electronic Billing Platform C;    -   Journey Scenario 3: A business process transition event from        Electronic Medical Records Platform X→Electronic Medical Records        Platform Y;    -   Journey Scenario 4: A business process transition event from        Electronic Medical Records Platform X→Electronic Medical Records        Platform Z;    -   Journey Scenario 5: A business process transition event from        Document Management Platform M→Document Management Platform N;        and    -   Journey Scenario 6: A business process transition event from        Document Management Platform M→Document Management Platform O.

Referring again to FIG. 5 and in some implementations, change managementprocess 10 may select from a plurality of journey scenario shells (e.g.,plurality of journey scenarios 112) to define one or more event roadmaps(e.g., event roadmap 410). In one example, change management process 10may provide event roadmap shells (e.g., event roadmap shells 420, 422)in window 424 for a user to review and/or select and/or populate. Asdiscussed above, change management process 10 may provide for thegeneration of a plurality of bespoke journeys and event roadmapspertaining to specific roles and/or functionality of a second businessprocess (e.g., second business process 104). Accordingly, a user (e.g.,user 42) may select from event roadmap shells 420, 422 to generateparticular role-based or functionality-based event roadmaps (e.g., eventroadmap 410).

Change management process 10 may enable 210 one or more additionaljourney scenarios (e.g., additional journey scenarios 116) to bedefined. Accordingly, change management process 10 may supplementplurality of journey scenarios 112 with one or more additional journeyscenarios (e.g., additional journey scenarios 116) for use by changemanagement process 10. Therefore and as new/updated business processtransition events are identified and/or become popular, additionaljourney scenarios (e.g., additional journey scenarios 116) may be addedto/incorporated into plurality of journey scenarios 112.

Change management process 10 may present 212 the plurality of journeyscenarios (e.g., plurality of journey scenarios 112) to the user (e.g.,user 42) for review (e.g., via user interface 110). For example and whenpresenting 212 the plurality of journey scenarios to a user (e.g., user42) for review, change management process 10 may render 214 a userinterface (e.g., user interface 110) that is configured to allow theuser (e.g., user 42) to review the plurality of journey scenarios (e.g.,plurality of journey scenarios 112).

Change management process 10 may enable 216 the user (e.g., user 42) toselect a specific journey scenario (e.g., specific journey scenario 114)from the plurality of journey scenarios (e.g., plurality of journeyscenarios 112) for the business process transition event (e.g., businessprocess transition event 100). For example and when enabling 216 theuser (e.g., user 42) to select a specific journey scenario (e.g.,specific journey scenario 114) from the plurality of journey scenarios(e.g., plurality of journey scenarios 112) for a business processtransition event (e.g., business process transition event 100), changemanagement process 10 may render 218 a user interface (e.g., userinterface 110) that is configured to allow the user (e.g., user 42) toselect the specific journey scenario (e.g., specific journey scenario114) from the plurality of journey scenarios (e.g., plurality of journeyscenarios 112) for the business process transition event (e.g., businessprocess transition event 100).

Accordingly and in the event that the user (e.g., user 42) wishes tomanage a business process transition event (e.g., business processtransition event 100) from first business process 102 (e.g., MedicalRecords Platform X) to second business process 104 (e.g., ElectronicMedical Records Platform Y), the user (e.g., user 42) may select JourneyScenario 3 (e.g., specific journey scenario 114) from the plurality ofjourney scenarios (e.g., plurality of journey scenarios 112), as JourneyScenario 3 concerns a business process transition event from ElectronicMedical Records Platform X→Electronic Medical Records Platform Y.

When processing 204 the transition information (e.g., transitioninformation 108) to generate a bespoke journey (e.g., bespoke journey300) concerning the business process transition event (e.g., businessprocess transition event 100), change management process 10 may process220 the specific journey scenario (e.g., specific journey scenario 114)and the transition information (e.g., transition information 108) togenerate the bespoke journey (e.g., bespoke journey 300) concerning thebusiness process transition event (e.g., business process transitionevent 100).

Once the bespoke journey (e.g., bespoke journey 300) is generated,change management process 10 may provide 222 the bespoke journey (e.g.,bespoke journey 300) to the user (e.g., user 42), thus allowing the user(e.g., user 42) to review and implement the same. Additionally, changemanagement process 10 may provide 224 information (e.g., information118) concerning the bespoke journey (e.g., bespoke journey 300) to aplurality of recipients (e.g., plurality of recipients 120)participating in the business process transition event (e.g., businessprocess transition event 100).

Examples of information 118 may include but are not limited to:schedules concerning bespoke journey 300 and/or business processtransition event 100, deadlines concerning bespoke journey 300 and/orbusiness process transition event 100, timelines concerning bespokejourney 300 and/or business process transition event 100, supplementalinformational resources concerning bespoke journey 300 and/or businessprocess transition event 100, contact information concerning bespokejourney 300 and/or business process transition event 100, help resourcesconcerning bespoke journey 300 and/or business process transition event100, and informational links concerning bespoke journey 300 and/orbusiness process transition event 100.

Using the Journey

Referring also to FIG. 6 and once the bespoke journey (e.g., bespokejourney 300) is defined in the manner described above, change managementprocess 10 may initiate 500 a bespoke journey (e.g., bespoke journey300) concerning a business process transition event (e.g., businessprocess transition event 100). As discussed above, the bespoke journey(e.g., bespoke journey 300) may include an event roadmap (e.g., eventroadmap 302) that may define a plurality of subevents (e.g., subevents304, 306, 308, 310, 312) for the bespoke journey (e.g., bespoke journey300).

As discussed above, examples of the plurality of subevents (e.g.,subevents 304, 306, 308, 310, 312) may include but are not limited toone or more of:

-   -   a deadline event, wherein a deadline may be defined concerning        bespoke journey 300 and/or business process transition event        100;    -   a milestone event, wherein a milestone may be defined concerning        bespoke journey 300 and/or business process transition event        100;    -   a general condition event, wherein a required condition may be        defined concerning bespoke journey 300 and/or business process        transition event 100;    -   a subsequent condition event, wherein a condition may be defined        that occurs after (i.e., subsequent to) a specific event        concerning bespoke journey 300 and/or business process        transition event 100;    -   a precedent condition event, wherein a condition may be defined        that occurs before (i.e., prior to) a specific event concerning        bespoke journey 300 and/or business process transition event        100;    -   a communication event (e.g., a meeting/seminar/survey)        concerning bespoke journey 300 and/or business process        transition event 100;    -   an information distribution event (e.g., a flyer/document)        concerning bespoke journey 300 and/or business process        transition event 100;    -   a training event (e.g., a seminar/class/tutorial) concerning        bespoke journey 300 and/or business process transition event        100;    -   a feedback submission event (e.g., a form/email        address/telephone number/chatbot) concerning bespoke journey 300        and/or business process transition event 100;    -   a discontinuation-of-use event (e.g., a notification that use of        first business process 102 has ceased) concerning bespoke        journey 300 and/or business process transition event 100;    -   an initiation-of-use event (e.g., a notification that use of        second business process 104 has begun) concerning bespoke        journey 300 and/or business process transition event 100; and    -   a transition-of-use event (e.g., a notification that first        business process 102 is currently being transitioned to second        business use 104) concerning bespoke journey 300 and/or business        process transition event 100.

Change management process 10 may provide 502 information (e.g.,information 118) concerning the bespoke journey (e.g., bespoke journey300) to a plurality of recipients (e.g., plurality of recipients 120)participating in the business process transition event (e.g., businessprocess transition event 100). Examples of information 118 may includebut are not limited to: schedules concerning bespoke journey 300 and/orbusiness process transition event 100, deadlines concerning bespokejourney 300 and/or business process transition event 100, timelinesconcerning bespoke journey 300 and/or business process transition event100, supplemental informational resources concerning bespoke journey 300and/or business process transition event 100, contact informationconcerning bespoke journey 300 and/or business process transition event100, help resources concerning bespoke journey 300 and/or businessprocess transition event 100, and informational links concerning bespokejourney 300 and/or business process transition event 100.

In one example, when initiating 500 a bespoke journey (e.g., bespokejourney 300) concerning a business process transition event (e.g.,business process transition event 100), change management process 10 mayreceive a selection of particular recipients (e.g., plurality ofrecipients 120) and/or specific event roadmaps (e.g., event roadmap 302)for a business process transition event (e.g., business processtransition event 100). For example and as discussed above, changemanagement process 10 may generate or create event roadmaps (e.g., eventroadmap 302) for one or more bespoke journeys (e.g., bespoke journey300) for particular roles of the plurality of recipients (e.g.,plurality of recipients 120) and/or functionalities of a second businessprocess (e.g., second business process 104). In response to selectingparticular roles of the plurality of recipients, change managementprocess 10 may provide 502 information concerning the bespoke journey(e.g., bespoke journey 300) to a plurality of recipients (e.g.,plurality of recipients 120) participating in the business processtransition event (e.g., business process transition event 100) basedupon, at least in part, the roles of plurality of recipients 120.

Providing 502 information concerning the bespoke journey (e.g., bespokejourney 300) to a plurality of recipients (e.g., plurality of recipients120) participating in the business process transition event (e.g.,business process transition event 100) may include providing eachparticipant with at least a portion of the event roadmap (e.g., eventroadmap 302) indicative of the sequence of events of business processtransition event 100 concerning that recipient. In this manner, arecipient may be provided 502 with information concerning bespokejourney 300 in the form of a graphical representation of event roadmap302 based upon, at least in part, their role and/or particularfunctionality the recipient is assigned to learn during business processtransition event 100.

Change management process 10 may monitor 504 the plurality of recipients(e.g., plurality of recipients 120) to gauge their adherence to theevent roadmap (e.g., event roadmap 302). For example, suppose that eventroadmap 302 includes various communication events (e.g., mass email(s)to the plurality of recipients (e.g., plurality of recipients 120)). Inthis example, change management process 10 may determine whetherplurality of recipients 120 of the mass email(s) read the email, deletedthe email without reading the email, etc. In this manner, changemanagement process 10 may monitor 504 the plurality recipients (e.g.,plurality of recipients 120) to gauge their adherence to the eventroadmap (e.g., event roadmap 302). When monitoring 504 the plurality ofrecipients (e.g., plurality of recipients 120) to gauge their adherenceto the event roadmap (e.g., event roadmap 302), change managementprocess 10 may monitor 506 the plurality of recipients (e.g., pluralityof recipients 120) to gauge their adherence to one or more deadlinesassociated with one or more of the plurality of subevents (e.g.,subevents 304, 306, 308, 310, 312).

Change management process 10 may implement 508 a remedial action (e.g.,remedial action 122) if it is determined that one or more of theplurality of recipients (e.g., plurality of recipients 120) has failedto adhere to one or more deadlines associated with one or more of theplurality of subevents (e.g., subevents 304, 306, 308, 310, 312).

Examples of the remedial action (e.g., remedial action 122) may includebut are not limited to one of more of:

-   -   sending a reminder to e.g., one or more of the plurality of        recipients 120 who are not adhering to the deadline(s)        associated with one or more of the plurality of subevents (e.g.,        subevents 304, 306, 308, 310, 312);    -   initiating an inquiry to e.g., one or more of the plurality of        recipients 120 who are not adhering to the deadline(s)        associated with one or more of the plurality of subevents (e.g.,        subevents 304, 306, 308, 310, 312);    -   initiating contact with e.g., one or more of the plurality of        recipients 120 who are not adhering to the deadline(s)        associated with one or more of the plurality of subevents (e.g.,        subevents 304, 306, 308, 310, 312);    -   setting a new deadline for e.g., one or more of the plurality of        recipients 120 who are not adhering to the deadline(s)        associated with one or more of the plurality of subevents (e.g.,        subevents 304, 306, 308, 310, 312);    -   defining a new task for to e.g., one or more of the plurality of        recipients 120 who are not adhering to the deadline(s)        associated with one or more of the plurality of subevents (e.g.,        subevents 304, 306, 308, 310, 312);    -   implementing a sub-journey for e.g., one or more of the        plurality of recipients 120 who are not adhering to the        deadline(s) associated with one or more of the plurality of        subevents (e.g., subevents 304, 306, 308, 310, 312);    -   implementing a sub-roadmap for e.g., one or more of the        plurality of recipients 120 who are not adhering to the        deadline(s) associated with one or more of the plurality of        subevents (e.g., subevents 304, 306, 308, 310, 312);    -   notifying a supervisor of e.g., one or more of the plurality of        recipients 120 who are not adhering to the deadline(s)        associated with one or more of the plurality of subevents (e.g.,        subevents 304, 306, 308, 310, 312); and    -   implementing a penalty for e.g., one or more of the plurality of        recipients 120 who are not adhering to the deadline(s)        associated with one or more of the plurality of subevents (e.g.,        subevents 304, 306, 308, 310, 312).

Gauging Sentiment of Journey

As discussed above, change management process 10 may initiate 500 abespoke journey (e.g., bespoke journey 300) concerning a businessprocess transition event (e.g., business process transition event 100)and may provide 502 information (e.g., information 118) concerning thebespoke journey (e.g., bespoke journey 300) to a plurality of recipients(e.g., plurality of recipients 120) participating in the businessprocess transition event (e.g., business process transition event 100).

Change management process 10 may monitor 510 the plurality of recipients(e.g., plurality of recipients 120) to gauge sentiment concerning thebespoke journey (e.g., bespoke journey 300).

For example and when monitoring 510 the plurality of recipients (e.g.,plurality of recipients 120) to gauge sentiment concerning the bespokejourney (e.g., bespoke journey 300), change management process 10 mayprocess 512 communications (e.g., communications 124) from the pluralityof recipients (e.g., plurality of recipients 120) to gauge theirsentiment concerning the bespoke journey (e.g., bespoke journey 300).

Examples of such communications (e.g., communications 124) from theplurality of recipients (e.g., plurality of recipients 120) that areprocessed 512 by change management process 10 may include but are notlimited to: email-based communications; social media-basedcommunications; SMS text-based communications; verbal-basedcommunications; chatbot-based communications; and feedback-basedcommunications.

Accordingly and to enable such processing 512, change management process10 may be configured to:

-   -   monitor (internal and/or external) email-based communications        made by some or all of plurality of recipients 120;    -   monitor social media-based communications made by some or all of        plurality of recipients 120;    -   monitor SMS text-based communications made by some or all of        plurality of recipients 120;    -   monitor verbal-based communications made by some or all of        plurality of recipients 120;    -   monitor chatbot-based communications made by some or all of        plurality of recipients 120; and    -   monitor feedback-based communications made by some or all of        plurality of recipients 120.

Change management process 10 may process 512 communications (e.g.,communications 124) from the plurality of recipients (e.g., plurality ofrecipients 120) to gauge their sentiment concerning the bespoke journey(e.g., bespoke journey 300) by performing sentiment analysis via one ormore artificial intelligence engines/machine learning models (artificialintelligence engine 106/machine learning model 126) to define asentiment metric associated with a recipient's communication.

As is known in the art, a machine learning model (e.g., machine learningmodel 126) may generally include an algorithm or combination ofalgorithms that has been trained to recognize certain types of patterns.For example, machine learning approaches may be generally divided intothree categories, depending on the nature of the signal available:supervised learning, unsupervised learning, and reinforcement learning.As is known in the art, supervised learning may include presenting acomputing device with example inputs and their desired outputs, given bya “teacher”, where the goal is to learn a general rule that maps inputsto outputs. With unsupervised learning, no labels are given to thelearning algorithm, leaving it on its own to find structure in itsinput. Unsupervised learning can be a goal in itself (discovering hiddenpatterns in data) or a means towards an end (feature learning). As isknown in the art, reinforcement learning may generally include acomputing device interacting in a dynamic environment in which it mustperform a certain goal (such as driving a vehicle or playing a gameagainst an opponent). As it navigates its problem space, the machinelearning model is provided feedback that's analogous to rewards, whichit tries to maximize. While three examples of machine learningapproaches have been provided, it will be appreciated that other machinelearning approaches are possible within the scope of the presentdisclosure.

In addition to machine learning models, change management process 10 mayutilize other artificial intelligence engines (e.g., artificialintelligence engine 106) such as natural language processing (NLP). Asis known in the art, NLP allows machines to read and understand humanlanguage. A sufficiently powerful NLP system would enablenatural-language user interfaces and the acquisition of knowledgedirectly from human-written sources.

A sentiment metric or sentiment factor may generally include anemotional state, sentiment, or tone of text, voice, or other input froma recipient. In some implementations, “positive”, “negative”, and“neutral” may be examples of sentiment metrics. In some implementations,sentiment metrics may include “angry”, “sad”, “neutral”, and “happy”emotional states. However, it will be appreciated that other sentimentmetrics are possible and within the scope of the present disclosure.

In some implementations, change management process 10 may process 512communications (e.g., communications 124) from the plurality ofrecipients (e.g., plurality of recipients 120) by performing sentimentanalysis on communications 124. Sentiment analysis may generally includethe use of computational natural language processing, text analysis,computational linguistics, and/or biometrics to systematically identify,extract, quantify, and study affective states and subjectiveinformation. In some implementations, change management process 10 mayperform sentiment analysis on one or more portions of the communications(e.g., communications 124) from the plurality of recipients (e.g.,plurality of recipients 120) to define the one or more sentiment metricsusing a machine learning model (e.g., machine learning model 126)configured to analyze communications 124 and determine sentiment ofportions of communications 124.

Change management process 10 may perform sentiment analysis on one ormore portions of communications (e.g., communications 124) from theplurality of recipients (e.g., plurality of recipients 120) anddetermine that the one or more portions include a sentiment metric of“positive”, “negative”, and/or “neutral”. However, it will beappreciated that performing sentiment analysis on the one or moreportions of communications (e.g., communications 124) from the pluralityof recipients (e.g., plurality of recipients 120) may includedetermining other sentiment metrics.

Further and when monitoring 510 the plurality of recipients (e.g.,plurality of recipients 120) to gauge sentiment concerning the bespokejourney (e.g., bespoke journey 300), change management process 10 may:

-   -   identify 514 one or more implementation issues concerning the        bespoke journey (e.g., bespoke journey 300);    -   identify 516 one or more personnel issues concerning the bespoke        journey (e.g., bespoke journey 300);    -   identify 518 one or more location issues concerning the bespoke        journey (e.g., bespoke journey 300); and/or    -   identify 520 one or more timing issues concerning the bespoke        journey (e.g., bespoke journey 300).

When processing 512 communications (e.g., communications 124) from theplurality of recipients (e.g., plurality of recipients 120) to gaugetheir sentiment concerning the bespoke journey (e.g., bespoke journey300), change management process may utilize 522 artificial intelligenceto process communications (e.g., communications 124) from the pluralityof recipients (e.g., plurality of recipients 120) to gauge sentimentconcerning the bespoke journey (e.g., bespoke journey 300).

For example, change management process 10 (in conjunction withartificial intelligence engine 106) may process text-basedcommunications (e.g., some or all of communications 124) to extract thesentiment of plurality of recipients 120 with respect to the bespokejourney (e.g., bespoke journey 300) to define a sentiment metric for thecommunications. Additionally/alternatively, change management process 10(in conjunction with artificial intelligence engine 106 and naturallanguage processing) may process voice-based communications (e.g., someor all of communications 124) to extract the sentiment of plurality ofrecipients 120 with respect to the bespoke journey (e.g., bespokejourney 300). For example, change management process 10 (in conjunctionwith artificial intelligence engine 106) may process thesecommunications (e.g., communications 124) to extract key words (e.g.,good/bad, hot/cold, early/late, awful/wonderful), wherein these keywords may be analyzed to extract meaning from them, thus enabling theextraction of sentiment from these communications (e.g., communications124).

Once the sentiment is determined, change management process 10 mayaddress 524 one or more issues identified by monitoring the plurality ofrecipients (e.g., plurality of recipients 120) to gauge sentimentconcerning the bespoke journey (e.g., bespoke journey 300).

As discussed above and when monitoring 510 the plurality of recipients(e.g., plurality of recipients 120) to gauge sentiment concerning thebespoke journey (e.g., bespoke journey 300), change management process10 may:

-   -   identify 514 one or more implementation issues concerning the        bespoke journey (e.g., bespoke journey 300);    -   identify 516 one or more personnel issues concerning the bespoke        journey (e.g., bespoke journey 300);    -   identify 518 one or more location issues concerning the bespoke        journey (e.g., bespoke journey 300); and/or    -   identify 520 one or more timing issues concerning the bespoke        journey (e.g., bespoke journey 300).

Accordingly and when addressing 524 one or more issues identified bymonitoring the plurality of recipients (e.g., plurality of recipients120) to gauge sentiment concerning the bespoke journey (e.g., bespokejourney 300), change management process 10 may:

-   -   address 524 one or more implementation issues identified 514        concerning the bespoke journey (e.g., bespoke journey 300), such        as shortening the curriculum of a training seminar that people        thought was too long;    -   address 524 one or more personnel issues identified 516        concerning the bespoke journey (e.g., bespoke journey 300), such        as replacing an instructor at a seminar that people thought was        ineffective;    -   address 524 one or more location issues identified 518        concerning the bespoke journey (e.g., bespoke journey 300), such        as relocating a staff meeting from a room that people thought        was drafty and cold; and/or    -   address 524 one or more timing issues identified 520 concerning        the bespoke journey (e.g., bespoke journey 300), such as        rescheduling training session that was scheduled to last until        8:00 p.m. and people thought was too late.

In some implementations, addressing 524 the one or more issuesidentified by monitoring the plurality of recipients (e.g., plurality ofrecipients 120) to gauge sentiment concerning the bespoke journey (e.g.,bespoke journey 300) may include providing automatically generatedrecommendations regarding the one or more issues. For example, changemanagement process 10 may provide one or more notifications regardingthe one or more issues to a user (e.g., user 42) managing the bespokejourney (e.g., bespoke journey 300), a supervisor of an individualassociated with the one or more issues, and/or various participants of aparticular event soliciting further feedback on the one or more issues.With the one or more notifications, change management process 10 mayprovide recommendations based on the one or more issues. For example,change management process 10 may:

-   -   provide a recommendation to shorten the curriculum of a training        seminar that people thought was too long;    -   provide a recommendation to replace an instructor at a seminar        that people thought was ineffective;    -   provide a recommendation to relocate a staff meeting from a room        that people thought was drafty and cold; and/or    -   provide a recommendation to reschedule a training session that        was scheduled to last until 8:00 p.m. and people thought was too        late.

Accordingly, change management process may automatically identify andaddress one or more issues identified by monitoring the plurality ofrecipients (e.g., plurality of recipients 120) to gauge sentimentconcerning the bespoke journey (e.g., bespoke journey 300).

Enabling Third-Party Feedback

Referring also to FIG. 7 and as discussed above, change managementprocess 10 may initiate 600 a bespoke journey (e.g., bespoke journey300) concerning a business process transition event (e.g., businessprocess transition event 100) and may provide 602 information (e.g.,information 118) concerning the bespoke journey (e.g., bespoke journey300) to a plurality of recipients (e.g., plurality of recipients 120)participating in the business process transition event (e.g., businessprocess transition event 100).

Change management process 10 may enable 604 the plurality of recipients(e.g., plurality of recipients 120) to provide information (e.g.,information 128) concerning the sentiment of others (e.g., user 40) withrespect to the bespoke journey (e.g., bespoke journey 300).

For example and when enabling 604 the plurality of recipients (e.g.,plurality of recipients 120) to provide information (e.g., information128) concerning the sentiment of others (e.g., user 40) with respect tothe bespoke journey (e.g., bespoke journey 300), change managementprocess 10 may enable 606 the plurality of recipients (e.g., pluralityof recipients 120) to provide anonymous information (e.g., information128) concerning the sentiment of others (e.g., user 40) with respect tothe bespoke journey (e.g., bespoke journey 300). For example, changemanagement process 10 may provide a user interface (e.g., user interface110) to user 38 to receive anonymous information (e.g., information 128)concerning the sentiment of user 40 with respect to the bespoke journey(e.g., bespoke journey 300). In this example, user 38 may select aparticular journey event or subevent from bespoke journey 300 associatedwith the sentiment of user 40. For example, suppose user 38 observesthat user 40 expressed frustration during a particular journey event orsubevent regarding e.g., the pace of the event. In this example, user 38may select the particular journey event or subevent from user interface110 and provide anonymous information (e.g., information 128) concerningthe sentiment of user 40 during the particular journey event orsubevent.

In another example, change management process 10 may provide a virtualchatbot (e.g., virtual chatbot 130) configured to interact with a user(e.g., user 38) to receive anonymous information (e.g., information 128)concerning the sentiment of user 40. As will be discussed in greaterdetail below, virtual chatbot 130 may be presented in a user interface(e.g., user interface 110) and may be configured to receive anonymousinformation (e.g., information 128) and/or attributed information thatmay be selectively provided as anonymous information (e.g., via a textfield and/or a voice recording submission). Accordingly, changemanagement process 10 may be configured to allow user 38 to submitanonymous information (e.g., information 128) concerning the sentimentof user 40 with respect to the bespoke journey (e.g., bespoke journey300) in the event that e.g., user 38 is fearful or retaliation forproviding such information.

Further and when enabling 604 the plurality of recipients (e.g.,plurality of recipients 120) to provide information concerning thesentiment of others (e.g., user 40) with respect to the bespoke journey(e.g., bespoke journey 300), change management process 10 may enable 608the plurality of recipients (e.g., plurality of recipients 120) toprovide attributed information (e.g., information 128) concerning thesentiment of others with respect to the bespoke journey (e.g., bespokejourney 300). For example, change management process 10 may provide auser interface (e.g., user interface 110) to user 38 to receiveattributed information (e.g., information 128) concerning the sentimentof user 40 with respect to the bespoke journey (e.g., bespoke journey300). In another example, change management process 10 may provide avirtual chatbot (e.g., virtual chatbot 130) configured to interact witha user (e.g., user 38) to receive attributed information (e.g.,information 128) concerning the sentiment of user 40. Accordingly,change management process 10 may be configured to allow user 38 tosubmit attributed information (e.g., information 128) concerning thesentiment of user 40 with respect to the bespoke journey (e.g., bespokejourney 300) in the event that e.g., user 38 is comfortable with havingtheir name associated with such information.

The information (e.g., information 128) concerning the sentiment ofothers (e.g., user 40) with respect to the bespoke journey (e.g.,bespoke journey 300) may be based upon one or more of: email-basedcommunications to and/or from user 40; social media-based communicationsto and/or from user 40; SMS text-based communications to and/or fromuser 40; and verbal-based communications to and/or from user 40.

The information (e.g., information 128) concerning the sentiment ofothers (e.g., user 40) with respect to the bespoke journey (e.g.,bespoke journey 300) may identify:

-   -   one or more implementation issues concerning the bespoke journey        (e.g., bespoke journey 300);    -   one or more personnel issues concerning the bespoke journey        (e.g., bespoke journey 300);    -   one or more location issues concerning the bespoke journey        (e.g., bespoke journey 300); and/or    -   one or more timing issues concerning the bespoke journey (e.g.,        bespoke journey 300) (e.g., bespoke journey 300).

Accordingly and when addressing 610 one or more issues identified viathe information (e.g., information 128) concerning the sentiment ofothers with respect to the bespoke journey (e.g., bespoke journey 300),change management process 10 may:

-   -   address 610 one or more implementation issues identified        concerning the bespoke journey (e.g., bespoke journey 300), such        as shortening the curriculum of a training seminar that people        thought was too long;    -   address 610 one or more personnel issues identified concerning        the bespoke journey (e.g., bespoke journey 300), such as        replacing an instructor at a seminar that people thought was        ineffective;    -   address 610 one or more location issues identified concerning        the bespoke journey (e.g., bespoke journey 300), such as        relocating a staff meeting from a room that people thought was        drafty and cold; and/or    -   address 610 one or more timing issues identified concerning the        bespoke journey (e.g., bespoke journey 300), such as        rescheduling training session that was scheduled to last until        8:00 p.m. and people thought was too late.

While several examples of how change management process 10 may address610 one or more issues identified via information concerning thesentiment of others with respect to the bespoke journey (e.g., bespokejourney 300), it will be appreciated that these are for example purposesonly and that change management process 10 may address identified issuesin various ways within the scope of the present disclosure.

In some implementations, addressing 610 the one or more issuesidentified via information concerning the sentiment of others withrespect to the bespoke journey (e.g., bespoke journey 300) may includeproviding automatically generated recommendations regarding the one ormore issues. For example, change management process 10 may provide oneor more notifications regarding the one or more issues to a user (e.g.,user 42) managing the bespoke journey (e.g., bespoke journey 300), asupervisor of an individual associated with the one or more issues,and/or various participants of a particular event soliciting furtherfeedback on the one or more issues. With the one or more notifications,change management process 10 may provide recommendations based on theone or more issues. For example, change management process 10 may:

-   -   provide a recommendation to shorten the curriculum of a training        seminar that people thought was too long;    -   provide a recommendation to replace an instructor at a seminar        that people thought was ineffective;    -   provide a recommendation to relocate a staff meeting from a room        that people thought was drafty and cold; and/or    -   provide a recommendation to reschedule a training session that        was scheduled to last until 8:00 p.m. and people thought was too        late

Accordingly, change management process may automatically identify andaddress one or more issues concerning the sentiment of others withrespect to the bespoke journey (e.g., bespoke journey 300).

Defining Journey Stages and Monitoring Progress of Participants

Referring also to FIG. 8 and as discussed above, change managementprocess 10 may initiate 700 a bespoke journey (e.g., bespoke journey300) concerning a business process transition event (e.g., businessprocess transition event 100), wherein the bespoke journey (e.g.,bespoke journey 300) includes a plurality of journey stages. A journeystage may generally define a discrete collection of characteristics,behaviors, or experiences that describe an individual's progress througha journey. For example, the journey stages may represent a plurality ofportions or subsets of the bespoke journey (e.g., bespoke journey 300).

As discussed above, the bespoke journey (e.g., bespoke journey 300) mayinclude a plurality of subevents (e.g., subevents 304, 306, 308, 310,312). As discussed above, the plurality of subevents may include one ormore of: a deadline event; a milestone event; a general condition event;a subsequent condition event; a precedent condition event; acommunication event; an information distribution event; a trainingevent; a feedback submission event; a discontinuation-of-use event; aninitiation-of-use event; and a transition-of-use event.

Referring also to FIG. 9 and in some implementations, when processing208 the transition information to generate a bespoke journey (e.g.,bespoke journey 300) concerning the business process transition event(e.g., business process transition event 100), a user may define (e.g.,via a user interface 110) the plurality of journey stages (e.g., journeystages 800, 802, 804, 806, 808). For example, a user (e.g., user 42) maydefine a number of individual journey stages with particular subevents(e.g., subevents 304, 306, 308, 310, 312) of a bespoke journey (e.g.,bespoke journey 300). In this example, the user (e.g., user 42) maydefine particular subevents and conditions associated with the subeventswhen defining the plurality of journey stages. While FIG. 9 shows e.g.,five journey stages, it will be appreciated that bespoke journey 300 maybe defined to include any number of journey stages within the scope ofthe present disclosure.

In some implementations, the plurality of journey events may representbehavioral benchmarks or stages of a user through the bespoke journey.For example, change management process 10 may associate portions of thebespoke journey (e.g., bespoke journey 300) with behavioral stages ofthe user through the bespoke journey. In one example, the journey stagesmay include stages of the transtheoretical model. The transtheoreticalmodel or the “stages of change” include various discrete stages anindividual experiences when making a change (e.g., precontemplation,contemplation, preparation, action, maintenance, etc.). In this example,change management process 10 may associate particular events of thebespoke journey with particular stages of change. For example, changemanagement process 10 may receive a selection (e.g., via user interface110) of particular events to associate with particular journey stages ofthe plurality of journey stages. Accordingly and as will be discussed ingreater detail below, change management process 10 may monitor anindividual's progress with respect to the bespoke journey to associatethat individual with a particular journey stage.

The plurality of journey stages may include one or more of: aprecontemplation journey stage; a contemplation journey stage; apreparation journey stage; an action journey stage; and a maintenancejourney stage. Continuing with the above example, suppose that theplurality of journey stages include the above-described five stages ofthe transtheoretical model (e.g., a precontemplation journey stage; acontemplation journey stage; a preparation journey stage; an actionjourney stage; and a maintenance journey stage). In this example, a user(e.g., user 42) may associate particular subevents (e.g., subevents 304,306, 308, 310, 312) from the bespoke journey (e.g., bespoke journey 300)with the plurality of journey stages (e.g., journey stages 800, 802,804, 806, 808). For example, change management process 10 may provide auser interface (e.g., user interface 110) with the plurality ofsubevents (e.g., subevents 304, 306, 308, 310, 312) for selectivelyassociating with the plurality of journey stages (e.g., journey stages800, 802, 804, 806, 808). Suppose that journey stage 800 represents theprecontemplation journey stage; journey stage 802 represents thecontemplation journey stage; journey stage 804 represents thepreparation journey stage; journey stage 806 represents the actionjourney stage; and journey stage 808 represents the maintenance journeystage.

In this example, suppose user 42 associates, via user interface 110,subevent 304 with precontemplation journey stage 800; subevent 306 withcontemplation journey stage 802; subevent 308 with preparation journeystage 804; subevent 310 with action journey stage 806; and subevent 312with maintenance journey stage 808. Accordingly, as a recipient ofbespoke journey 300 progresses through the various subevents (e.g.,subevents 304, 306, 308, 310, 312) of bespoke journey 300, changemanagement process 10 may associate the recipient with a particularjourney stage. While this example includes e.g., one subevent of bespokejourney 300 for each journey stage, it will be appreciated that anynumber of and/or type of subevents may be associated with any number ofand/or type of journey stages within the scope of the presentdisclosure.

Associating the plurality of subevents of the bespoke journey with theplurality of journey stages may include associating the completion ofparticular subevents and identifying particular sentiment associatedwith the bespoke journey with particular journey stages. For example, auser (e.g., user 42) may associate the plurality of subevents (e.g.,subevents 304, 306, 308, 310, 312) from the bespoke journey (e.g.,bespoke journey 300) and/or user sentiment associated with the bespokejourney during the various subevents with the plurality of journeystages (e.g., journey stages 800, 802, 804, 806, 808). For example,change management process 10 may associate one or more sentiment metricsconcerning the bespoke journey at various stages of the bespoke journeywith specific journey stages. In one example, one or more sentimentmetrics from a recipient may be processed to gauge sentiment during thebespoke journey. In this manner, each journey stage may include one ormore sentiment metrics to gauge an individual's stage of change.

For example, sentiment may be used to help further determine anindividual's progress in the business process transition (e.g., businessprocess transition event 100) in terms of a journey stage of a pluralityof journey stages. For the precontemplation journey stage, changemanagement process 10 may determine whether communications from aparticular recipient indicate that the user has expressed positivesentiment regarding the business process transition or whether the userhas expressed negative sentiment regarding the business processtransition during this initial subevents of the bespoke journey. For thecontemplation journey stage, change management process 10 may determinewhether communications from a recipient indicate that the user is readyto engage with the business process transition or whether the user hasexpressed negative sentiment regarding further implementation of thebusiness process transition event. For the planning journey stage,change management process 10 may determine whether communications from arecipient indicate that the user is actively planning for participationin the business process transition event or whether the user hasexpressed negative sentiment regarding planning for participation in thebusiness process transition event. For the action journey stage, changemanagement process 10 may determine whether communications from arecipient indicate that the user is engaging in the business processtransition event or whether the user has expressed negative sentimentregarding further participation in the business process transitionevent. For the maintenance journey stage, change management process 10may determine whether communications from a recipient indicate that theuser is seeking to maintain their progress in the business processtransition event or whether the user has expressed negative sentimentregarding ongoing efforts for participating in the business processtransition event. While examples of particular sentiments for specificjourney stages have been described, it will be appreciated that varioussentiment metrics may be utilized to determine a particular journeystage for an individual recipient of the bespoke journey (e.g., bespokejourney 300).

As will be discussed in greater detail below, change management process10 may interact with each recipient based upon, at least in part, thejourney stage associated with the recipient. In this manner, changemanagement process 10 may adaptively and automatically communicate withparticular recipients in a manner that will increase the likelihood of asuccessful transition from a first business process (e.g., firstbusiness process 102) to a second business process (e.g., secondbusiness process 104).

Change management process 10 may provide 702 information concerning thebespoke journey (e.g., bespoke journey 300) to a plurality of recipientsparticipating in the business process transition event (e.g., businessprocess transition event 100). As discussed above, change managementprocess 10 may provide 224 information (e.g., information 118)concerning the bespoke journey (e.g., bespoke journey 300) to aplurality of recipients (e.g., plurality of recipients 120)participating in the business process transition event (e.g., businessprocess transition event 100). Examples of information 118 may includebut are not limited to: schedules concerning bespoke journey 300 and/orbusiness process transition event 100, deadlines concerning bespokejourney 300 and/or business process transition event 100, timelinesconcerning bespoke journey 300 and/or business process transition event100, supplemental informational resources concerning bespoke journey 300and/or business process transition event 100, contact informationconcerning bespoke journey 300 and/or business process transition event100, help resources concerning bespoke journey 300 and/or businessprocess transition event 100, and informational links concerning bespokejourney 300 and/or business process transition event 100.

Change management process 10 may monitor 704 progress of the pluralityof recipients with respect to the bespoke journey (e.g., bespoke journey300) to associate each of the plurality of recipients with one of thejourney stages. For example, suppose that change management process 10provides 702 information concerning the bespoke journey (e.g., bespokejourney 300) to a plurality of recipients (e.g., plurality of recipients120). Further suppose that plurality of recipients 120 includes user 38and user 40. In this example, change management process 10 may monitor704 the progress of user 38 and user 40. Suppose that user 38 and user40 are provided with similar event roadmaps (e.g., event roadmap 302)corresponding to similar roles in the second business process. Supposethat user 38 completes several subevents (e.g., subevents 304, 306, 308)while user 40 only completes a single subevent (e.g., subevent 304) overa given period of time. Continuing with the above association of journeystages 800, 802, 804, 806, 808 with subevents 304, 306, 308, 310, 312,change management process 10 may associate user 38 with preparationjourney stage 804 and user 40 with contemplation journey stage 800.

When monitoring 704 progress of the plurality of recipients with respectto the bespoke journey (e.g., bespoke journey 300) to associate each ofthe plurality of recipients with one of the journey stages, changemanagement process 10 may monitor 706 the plurality of recipients togauge their adherence to one or more deadlines associated with one ormore of the plurality of subevents. Continuing with the above example,suppose that user 38 completes several subevents (e.g., subevents 304,306, 308) while user 40 only completes a single subevent (e.g., subevent304) over a given period of time. Now suppose that user 38 completessubevents 304, 306, 308 and adheres to the deadlines associated withsubevents 304, 306, 308 and that while user 40 completes subevent 304,user 40 fails to adhere to the deadline associated with subevent 304. Inthis example, change management process 10 may associate user 38 withpreparation journey stage 804 based upon, at least in part, user 38'sadherence to the deadlines associated with subevents 304, 306, 308.Similarly, change management process 10 may associate user 40 withpreparation journey stage 800 based upon, at least in part, user 40'sadherence to the deadlines associated with subevent 304. In this manner,a recipient's adherence to the deadlines associated with the pluralityof subevents may be indicative of their progress with respect to theplurality of journey stages.

When monitoring 704 progress of the plurality of recipients with respectto the bespoke journey (e.g., bespoke journey 300) to associate each ofthe plurality of recipients with one of the journey stages, changemanagement process 10 may reassociate 708 one or more of the pluralityof recipients from a first journey stage to a second journey stage.Continuing with the above example, suppose that user 38 completes anadditional subevent (e.g., subevent 310) while user 40 completes anadditional subevent (e.g., subevent 306). Now suppose that user 38completes subevents 304, 306, 308 adheres to the deadlines associatedwith subevents 304, 306, 308 and that while user 40 completes subevent304, user 40 fails to adhere to the deadline associated with subevents304, 306, 308. In this example, change management process 10 mayassociate user 38 with preparation journey stage 804 based upon, atleast in part, user 38's adherence to the deadlines associated withsubevents 304, 306, 308. Similarly, change management process 10 mayassociate user 40 with preparation journey stage 800 based upon, atleast in part, user 40's adherence to the deadlines associated withsubevent 304. In this manner, a recipient's adherence (or lack thereof)to the deadlines associated with the plurality of subevents may beindicative of their progress with respect to the plurality of journeystages.

As discussed above, change management process 10 may monitor 510 theplurality of recipients to gauge sentiment concerning the bespokejourney (e.g., bespoke journey 300). For example, change managementprocess 10 may process 512 communications (e.g., communications 124)from the plurality of recipients (e.g., plurality of recipients 120) byperforming sentiment analysis on communications 124. In someimplementations, change management process 10 may perform sentimentanalysis on one or more portions of the communications (e.g.,communications 124) from the plurality of recipients (e.g., plurality ofrecipients 120) to define the one or more sentiment metrics using amachine learning model (e.g., machine learning model 126) configured toanalyze communications 124 and determine sentiment of portions ofcommunications 124. In addition to utilizing machine learning models,change management process 10 may utilize various artificial intelligenceengines (e.g., artificial intelligence engine 106) to determinesentiment of portions of communications from the plurality of recipientswithin the scope of the present disclosure.

Change management process 10 may utilize the recipient's sentimentconcerning the bespoke journey to associate each of the plurality ofrecipients with one of the journey stages. For example and as discussedabove, the plurality of journey stages may define discrete collectionsof characteristics, behaviors, or experiences that describe anindividual's progress through a journey. Using a recipient's sentiment,change management process 10 may associate the recipient with aparticular journey stage.

Continuing with the above example, suppose that user 38 completesseveral subevents (e.g., subevents 304, 306, 308) while user 40 onlycompletes a single subevent (e.g., subevent 304) over a given period oftime. Further suppose that change management process 10 processes 512communications from user 38 and determines a positive sentimentindicative that user 38 is actively engaging in the business processtransition event. In this example, change management process 10 mayassociate user 38 with the e.g., action journey stage (e.g., actionjourney stage 806) based upon, at least in part, user 38's progress withthe bespoke journey (e.g., bespoke journey 300) and user 38's positivesentiment indicative that user 38 is actively engaging in the businessprocess transition event.

Now suppose that change management process 10 processes 512communications from user 40 and determines a negative sentimentindicative that user 40 is struggling to see the value in the businessprocess transition event. In this example, change management process 10may associate user 40 with the e.g., contemplation journey stage (e.g.,contemplation journey stage 802) based upon, at least in part, user 40'sprogress with the bespoke journey (e.g., bespoke journey 300) and user40's negative sentiment indicative that user 40 is struggling to see thevalue in the business process transition event. While two examples ofhow a recipient's sentiment may be utilized to associate the recipientwith a particular journey stage have been described above, it will beappreciated that these are for example purposes only and that variousrecipient sentiments at any point in the bespoke journey may be utilizedto associate the recipients with particular journey stages within thescope of the present disclosure. For example, change management process10 may maintain a database of mappings between recipient sentiment,subevents, and journey stages.

In response to associating the plurality of recipients with one of thejourney stages, change management process 10 may implement a remedialaction based upon, at least in part, the journey stage of a recipient.Continuing with the above example, suppose that user 38 is associatedwith the action journey stage (e.g., action journey stage 806) and theuser 40 is associated with the contemplation journey stage (e.g.,contemplation journey stage 802). In this example, user 38 may be ontrack for the business process transition event (e.g., business processtransition event 100). Accordingly, change management process 10 mayprovide communications (e.g., subevent reminders, notifications, etc.)to user 38 configured to help user 38 advance to the next journey stage(e.g., maintenance journey stage 808). In this example, changemanagement process 10 may populate the communications to user 38 withinformation associated with the transition from e.g., action journeystage 806 to e.g., maintenance journey stage 808. For example, changemanagement process 10 may access a database of predefined phrasesassociated with the current journey stage and the next journey stagewhen populating the communications to user 38.

However, user 40 may not be on track for the business process transitionevent (e.g., business process transition event 100). Accordingly, changemanagement process 10 may provide communications (e.g., subeventreminders, notifications, etc.) to user 40 configured to help user 40advance to the next journey stage (e.g., planning journey stage 804). Inthis example, change management process 10 may populate thecommunications to user 40 with information associated with thetransition from e.g., contemplation journey stage 802 to e.g., planningjourney stage 804. As discussed above, change management process 10 mayaccess a database of predefined phrases associated with the currentjourney stage and the next journey stage when populating thecommunications to user 40. In this manner, change management process 10may automatically gauge user sentiment and provide sentiment-awarecommunications in real-time to the plurality of recipients.

Virtual Chatbot for Use in Journeys

Referring also to FIG. 10 and as discussed above, change managementprocess 10 may initiate 900 a bespoke journey (e.g., bespoke journey300) concerning a business process transition event (e.g., businessprocess transition event 100) and may provide 902 information (e.g.,information 118) concerning the bespoke journey (e.g., bespoke journey300) to a plurality of recipients (e.g., plurality of recipients 120)participating in the business process transition event (e.g., businessprocess transition event 100).

In some implementations, communicating with the plurality of recipientsmay be challenging when there are hundreds or thousands of participantsin a business process transition event (e.g., business processtransition event 100). For example, conventional approaches to resolvinguser or participant issues may require a dedicated call center withindividuals dedicated to resolving issues concerning the bespoke journey(e.g., bespoke journey 300). However, the effectiveness of a dedicatedcall center may be subject to bottlenecks associated with widespreaderrors or limited number of call center staff. As such, the ability forrecipients to successfully transition between business processes may behampered by these issues. Accordingly, change management process 10 mayprovide a plurality of virtual chatbots configured to communicate withindividual participants of the business process transition event inreal-time. Additionally and as will be discussed in greater detailbelow, these virtual chatbots may be configured to providesentiment-aware responses to individual participants.

Referring also to FIG. 11, change management process 10 may enable 904 avirtual chatbot as a point-of-contact concerning the bespoke journey.For example, a virtual chatbot (e.g., virtual chatbot 130) may generallyinclude a computer program configured to simulate a human conversationthrough speech signals, text communication, or both. Enabling 904 avirtual chatbot (e.g., virtual chatbot 130) may include providing anoption for a user to initiate a conversation with virtual chatbot 130.For example, user interface 1100 may include a visual representation ofthe event roadmap (e.g., event roadmap 1102 of subevents 1104, 1106,1108, 1110) of the bespoke journey (e.g., bespoke journey 300) and atext box (e.g., text box 1102) for initiating a virtual chatbot (e.g.,virtual chatbot 130). As shown in FIG. 11, user interface 1100 mayinclude a button (e.g., button 1114) for initiating a speech-basedconversation with virtual chatbot 130. In some implementations, virtualchatbot 130 may be automatically enabled 904 by change managementprocess 10 in response to providing 902 information (e.g., information118) concerning the bespoke journey (e.g., bespoke journey 300) to aplurality of recipients (e.g., plurality of recipients 120)participating in the business process transition event (e.g., businessprocess transition event 100).

As discussed above, change management process 10 may monitor 504 theplurality of recipients to gauge their adherence to the event roadmap.For example, when monitoring 504 the plurality of recipients (e.g.,plurality of recipients 120) to gauge their adherence to the eventroadmap (e.g., event roadmap 302), change management process 10 maymonitor 506 the plurality of recipients (e.g., plurality of recipients120) to gauge their adherence to one or more deadlines associated withone or more of the plurality of subevents (e.g., subevents 304, 306,308, 310, 312). Suppose that a recipient (e.g., user 38) completessubevents 304, 306, 308 and adheres to the deadlines associated withsubevents 304, 306, 308 and that while user 40 completes subevent 304,user 40 fails to adhere to the deadline associated with subevent 304.Change management process 10 may provide, via virtual chatbot 130, oneor more specific messages concerning the bespoke journey (e.g., bespokejourney 300) based on the recipients' progress. In this example, changemanagement process 10 may provide one or more messages to user 38concerning the next subevent (e.g., subevent 310) of bespoke journey 300for user 38 and to user 40 concerning the next subevent (e.g., subevent304) of bespoke journey 300 for user 40. In addition and as discussedabove, change management process 10 may implement 508 a remedial actionif is determined that one or more of the plurality of recipients hasfailed to adhere to one or more deadlines associated with one or more ofthe plurality of subevents.

Examples of the remedial action (e.g., remedial action 122) may includebut are not limited to one of more of:

-   -   sending a reminder, via virtual chatbot 130, to e.g., one or        more of the plurality of recipients 120 who are not adhering to        the deadline(s) associated with one or more of the plurality of        subevents (e.g., subevents 304, 306, 308, 310, 312);    -   initiating an inquiry, via virtual chatbot 130, to e.g., one or        more of the plurality of recipients 120 who are not adhering to        the deadline(s) associated with one or more of the plurality of        subevents (e.g., subevents 304, 306, 308, 310, 312);    -   initiating contact, via virtual chatbot 130, with e.g., one or        more of the plurality of recipients 120 who are not adhering to        the deadline(s) associated with one or more of the plurality of        subevents (e.g., subevents 304, 306, 308, 310, 312); and    -   notifying a supervisor, via virtual chatbot 130, of e.g., one or        more of the plurality of recipients 120 who are not adhering to        the deadline(s) associated with one or more of the plurality of        subevents (e.g., subevents 304, 306, 308, 310, 312).

Change management process 10 may gather 906 information from theplurality of recipients concerning the bespoke journey (e.g., bespokejourney 300) via the virtual chatbot. For example, change managementprocess 10 may gather 906 information (e.g., information 132), via thevirtual chatbot (e.g., virtual chatbot 130), in response to a userinitiating virtual chatbot 130 and/or in response to determining a needfor information from the plurality of recipients (e.g., plurality ofrecipients 120) concerning the bespoke journey (e.g., bespoke journey300).

Referring also to FIG. 12, suppose that change management process 10determines that user 38 has recently completed subevent 1104. In thisexample, change management process 10 may solicit feedback from user 38concerning subevent 1104 by providing one or more prompts (e.g., prompt1200). Accordingly, user 38 may respond to prompt 1200 with information1202. Virtual chatbot 130 may iteratively prompt user 38 for additionalinformation until change management process 10 determines that nofurther information is needed.

When gathering 906 information from the plurality of recipientsconcerning the bespoke journey (e.g., bespoke journey 300) via thevirtual chatbot, change management process 10 may anonymously gather 908information from the plurality of recipients concerning the bespokejourney (e.g., bespoke journey 300) via the virtual chatbot. Forexample, suppose that change management process 10 receives informationfrom other recipients concerning particular subevents of bespoke journey300. In this example, change management process 10 may solicitadditional information from other attendees (e.g., user 38) of theparticular subevents. As shown in FIG. 12, virtual chatbot 130 mayprompt user 38 for information concerning subevent 1104. In thisexample, change management process 10 may process information (e.g.,information 132) provided by user 38 anonymously using virtual chatbot130.

Change management process 10 may process 910 the information gatheredfrom the plurality of recipients concerning the bespoke journey (e.g.,bespoke journey 300) recipients to gauge sentiment concerning thebespoke journey. As discussed above, change management process 10 mayprocess 512 information (e.g., information 132) from the plurality ofrecipients (e.g., plurality of recipients 120) by performing sentimentanalysis on information 132.

When processing 910 the information gathered from the plurality ofrecipients concerning the bespoke journey (e.g., bespoke journey 300)recipients to gauge sentiment concerning the bespoke journey, changemanagement process 10 may utilize 912 artificial intelligence to processthe information (e.g., information 132) gathered from the plurality ofrecipients concerning the bespoke journey (e.g., bespoke journey 300)recipients to gauge sentiment concerning the bespoke journey. Forexample, change management process 10 may perform sentiment analysis onone or more portions of the information (e.g., information 132) from theplurality of recipients (e.g., plurality of recipients 120) to definethe one or more sentiment metrics using a machine learning model (e.g.,machine learning model 126) configured to analyze information 132 anddetermine sentiment of portions of information 132.

When processing 910 the information gathered from the plurality ofrecipients concerning the bespoke journey (e.g., bespoke journey 300)recipients to gauge sentiment concerning the bespoke journey, changemanagement process 10 may:

-   -   identify 914 one or more implementation issues concerning the        bespoke journey (e.g., bespoke journey 300);    -   identify 916 one or more personnel issues concerning the bespoke        journey (e.g., bespoke journey 300);    -   identify 918 one or more location issues concerning the bespoke        journey (e.g., bespoke journey 300); and/or    -   identify 920 one or more timing issues concerning the bespoke        journey (e.g., bespoke journey 300).

While various types of identifiable issues have been described, it willbe appreciated that these are for example purposes only and that anytype of issue may be identified by change management process 10 withinthe scope of the present disclosure.

Suppose that a plurality of recipients (e.g., user 38 and user 40)interact with a virtual chatbot (e.g., virtual chatbot 130). In thisexample, change management process 10 may gather 906 information (e.g.,information 132) from the plurality of recipients (e.g., user 38 anduser 40) concerning the bespoke journey (e.g., bespoke journey 300)recipients to gauge sentiment concerning the bespoke journey. Supposethat change management process 10 identifies positive sentiment in theinformation provided by user 38 and negative sentiment in theinformation provided by user 40 concerning the bespoke journey (e.g.,bespoke journey 300). In this example, change management process 10 mayadapt the responses from virtual chatbot 130 to account for theidentified sentiments of user 38 and user 40. For example, virtualchatbot 130 may be configured to provide encouraging and supportiveresponses to user 38 while virtual chatbot 130 may provide morequestions to user 40 to help resolve the identified negative sentiment.In this manner, virtual chatbot 130 may be configured to adapt to arecipient's identified sentiment.

Change management process 10 may address 922 one or more issuesidentified by processing the information gathered from the plurality ofrecipients concerning the bespoke journey (e.g., bespoke journey 300)recipients to gauge sentiment concerning the bespoke journey. Forexample, addressing 922 the one or more issues identified by monitoringthe plurality of recipients (e.g., plurality of recipients 120) to gaugesentiment concerning the bespoke journey (e.g., bespoke journey 300) mayinclude providing automatically generated recommendations regarding theone or more issues. For example, change management process 10 mayprovide one or more notifications regarding the one or more issues to auser (e.g., user 42) managing the bespoke journey (e.g., bespoke journey300), a supervisor of an individual associated with the one or moreissues, and/or various participants of a particular event solicitingfurther feedback on the one or more issues. With the one or morenotifications, change management process 10 may provide recommendationsbased on the one or more issues. For example, change management process10 may:

-   -   provide a recommendation to shorten the curriculum of a training        seminar that people thought was too long;    -   provide a recommendation to replace an instructor at a seminar        that people thought was ineffective;    -   provide a recommendation to relocate a staff meeting from a room        that people thought was drafty and cold; and/or    -   provide a recommendation to reschedule a training session that        was scheduled to last until 8:00 p.m. and people thought was too        late.

Accordingly, change management process may automatically identify andaddress 922 one or more issues identified by monitoring the plurality ofrecipients (e.g., plurality of recipients 120) to gauge sentimentconcerning the bespoke journey (e.g., bespoke journey 300). By utilizinga virtual chatbot (e.g., virtual chatbot 130) and sentiment analysis,change management process 10 may allow for sentiment-aware conversationsand issue resolution with hundreds or thousands of participants of abusiness process transition event (e.g., business process transitionevent 100) in real-time. In this manner, real-time, sentiment-awarecommunication may be provided by virtual chatbots to multipleparticipants of the business process transition event simultaneously.

Generating and Deploying Journey Events Via a Template

Referring also to FIG. 13 and as discussed above, change managementprocess 10 may gather 1300 transition information (e.g., transitioninformation 108) from a user (e.g., user 42) concerning a businessprocess transition event (e.g., business process transition event 100)and may initiate 1302 a bespoke journey (e.g., bespoke journey 300)concerning the business process transition event (e.g., business processtransition event 100).

In some implementations, the deployment of a bespoke journey (e.g.,bespoke journey 300) concerning the business process transition event(e.g., business process transition event 100) may be constrained by thetime required to develop the various portions or subevents of thebespoke journey (e.g., bespoke journey 300). For example, a businesstransition event may require various events and/or subevents (e.g.,subevents 304, 306, 308, 310, 312) in order to successfully transitionparticipants from a first business process to a second business process.Accordingly, the process of generating bespoke journeys and separatelygenerating hundreds or thousands events with particular content for thebespoke journey may require significant resources (i.e., developmenttime, computing resources, etc.). As will be discussed in greater detailbelow, change management process 10 may provide the ability to generateand utilize event templates to define journey events for the bespokejourney by mapping data within the bespoke journey to particular eventcontent. Additionally, by generating journey events from event templateswithin a bespoke journey, information associated with the journey eventmay be automatically associated with and tracked for participants of thebespoke journey. In this manner, journey events may be generated moreefficiently with fewer resources and without requiring the creation orediting of event content in separate applications or programs. Further,information generated for and during journey events may be automaticallyassociated with particular participants and their progress with respectto the bespoke journey.

Referring also to FIG. 14, change management process 10 may utilize 1304an event template to define a journey event for the bespoke journey. Forexample, change management process 10 may provide a user interface(e.g., user interface 1400) that is configured to allow a user to definea bespoke journey (e.g., bespoke journey 300). As discussed above,bespoke journey 300 may include an event roadmap (e.g., event roadmap410) formed from a plurality of events or subevents (e.g., subevents402, 404, 406, 408). In this example, subevents 402, 404, 406, 408 arerendered in broken lines to represent event placeholders for potentialevents of bespoke journey 300.

As shown in FIG. 14, user interface 1400 may include a window (e.g.,window 1402) with a plurality of event templates (e.g., event templates1404, 1406, 1408). Event templates (e.g., event templates 1404, 1406,1408) may generally include user-configurable events of a bespokejourney (e.g., bespoke journey 300). For example, specific event contentmay be generated for each event template to define a journey event forthe bespoke journey (e.g., bespoke journey 300). As discussed above,examples of the plurality of events or subevents (e.g., subevents 304,306, 308, 310, 312) may include but are not limited to one or more of:

-   -   a deadline event, wherein a deadline may be defined concerning        bespoke journey 300 and/or business process transition event        100;    -   a milestone event, wherein a milestone may be defined concerning        bespoke journey 300 and/or business process transition event        100;    -   a general condition event, wherein a required condition may be        defined concerning bespoke journey 300 and/or business process        transition event 100;    -   a subsequent condition event, wherein a condition may be defined        that occurs after (i.e., subsequent to) a specific event        concerning bespoke journey 300 and/or business process        transition event 100;    -   a precedent condition event, wherein a condition may be defined        that occurs before (i.e., prior to) a specific event concerning        bespoke journey 300 and/or business process transition event        100;    -   a communication event (e.g., a meeting/seminar) concerning        bespoke journey 300 and/or business process transition event        100;    -   an information distribution event (e.g., a flyer/document)        concerning bespoke journey 300 and/or business process        transition event 100;    -   a training event (e.g., a seminar/class/tutorial) concerning        bespoke journey 300 and/or business process transition event        100;    -   a feedback submission event (e.g., a form/email        address/telephone number/chatbot) concerning bespoke journey 300        and/or business process transition event 100;    -   a discontinuation-of-use event (e.g., a notification that use of        first business process 102 has ceased) concerning bespoke        journey 300 and/or business process transition event 100;    -   an initiation-of-use event (e.g., a notification that use of        second business process 104 has begun) concerning bespoke        journey 300 and/or business process transition event 100; and    -   a transition-of-use event (e.g., a notification that first        business process 102 is currently being transitioned to second        business process 104) concerning bespoke journey 300 and/or        business process transition event 100.

Accordingly, event templates 1404, 1406, 1408 may include configurabledeadline events, milestone events, general condition events, etc. Inthis manner, event templates 1404, 1406, 1408 may be generated for anytype of event or subevent within the scope of the present disclosure.

Change management process 10 may generate 1306 event content for thejourney event. For example and as shown in FIG. 14, change managementprocess 10 may provide a user interface (e.g., user interface 1400)configured to allow a user to define or generate a plurality of eventtemplates (e.g., event templates 1404, 1406, 1408). With a selection ofone or more of the plurality of event templates 1404, 1406, 1408, userinterface 1400 may receive event content for a specific journey event.For example, suppose that a user (e.g., user 42) is generating a bespokejourney (e.g., bespoke journey 300) for a plurality of participants(e.g., plurality of recipients 120). Further suppose that bespokejourney 300 includes e.g., four subevents as part of the businessprocess transition event (e.g., business process transition event 100).In this example, suppose that bespoke journey 300 includes event roadmap410 with e.g., three virtual training sessions and one in-persontraining session. Suppose that the three virtual training sessionsinclude a similar format but with different presentations by distinctpresenters.

Continuing with the above example, as opposed to generating threeentirely separate virtual training sessions with an externalapplication, user 42 may utilize 1304 an event template (e.g., eventtemplate 1404) to define a journey event (e.g., journey event 402) withevent content specific to one of the virtual training sessions. Forexample, user 42 may generate 1306 event content (e.g., event content1410, 1412, 1414) for the journey event (e.g., journey event 402) for afirst virtual training session. As the other two virtual trainingsessions have the same format as the first virtual training session(e.g., journey event 402), user 42 may utilize 1304 event template 1404and/or journey event 402 to generate 1306 event content (e.g., eventcontent 1416, 1418, 1420) for the journey event (e.g., journey event404) for a second virtual training session. Similarly, user 42 mayutilize 1304 event template 1404 and/or journey events 402 and 404 togenerate 1306 event content (e.g., event content 1422, 1424, 1426) forthe journey event (e.g., journey event 406) for a third virtual trainingsession.

When generating 1306 event content for the journey event, changemanagement process 10 may generate web-accessible event resourcesautomatically from the event template and generated event content. Inthis manner, a user may select or create a particular event template,generate event content for the event template, and generate journeyevents using the event template and event content associated with theevent template.

In some implementations, the journey event may be associated with anevent location. For example, when utilizing 1304 an event template todefine a journey event, change management process 10 may define 1308 atime zone for the journey event based upon the event location of thejourney event. Continuing with the above example, suppose that the firstvirtual training session of bespoke journey 300 is associated with anevent location (e.g., a virtual location and time zone associated withthe virtual location or a physical location and time zone associatedwith the physical location). In this example, change management process10 may define 1308 a time zone for journey event 402. For example,suppose that event content 1410 is associated with event timinginformation for the virtual training session (e.g., start and end time;time zone; etc.). Using the defined time zone, change management process10 may synchronize event timing information across time zones associatedwith particular recipients. In this example, when recipientsparticipating in the business process transition event are invited toparticipate in the first virtual training session of journey event 402,the event timing information defined for journey event 402 may besynchronized for each recipient based on their respective time zone.

In some implementations, change management process 10 may define adefault time zone for the event template that may be modified forparticular journey events generated from the event template. Forexample, when utilizing 1304 event template 1404, user 42 may generate1306 event content including a default time zone. Accordingly, eachjourney event generated from event template 1404 may include thepredefined default time zone.

Change management process 10 may provide 1310 information concerning thejourney event to a plurality of recipients participating in the businessprocess transition event. The plurality of recipients participating inthe business process transition event (e.g., business process transitionevent 100) may include one or more of: a presenter at the journey event;a participant at the journey event; an attendee of the journey event; asupervisor of the journey event; and an organizer of the journey event.Depending on the type of journey event, change management process 10 mayprovide 1310 an invitation to participate in the journey event; anotification of the journey event; a reminder concerning the journeyevent; a notification to a supervisor regarding the opportunity forparticular recipients to participant in the journey event; etc. In someimplementations, the information (e.g., information 134) concerning thejourney event may be provided within a graphical user interface providedto each recipient showing their bespoke journey (e.g., bespoke journey300) and the event roadmap of the bespoke journey. In this manner, aparticipant of the business process transition event (e.g., businessprocess transition event 100) may visualize and interact withinformation 134 concerning the upcoming events of the bespoke journey(e.g., bespoke journey 300).

As the plurality of recipients (e.g., plurality of recipients 120)participate in the plurality of journey events, change managementprocess 10 may receive information (e.g., information 136) associatedwith the plurality of recipients as the plurality of recipientsparticipate in the plurality of journey events. For example, suppose auser (e.g., user 38) participates in a virtual training session (e.g.,journey event 402). In this example, user 38 may provide (e.g., via avirtual chat functionality within journey event 402), feedback regardingthe business process transition event (e.g., business process transitionevent 100) and user 38's progress with respect to the bespoke journey(e.g., bespoke journey 300). Accordingly, change management process 10may associate this information (e.g., information 136) with user 38 anduse the information to e.g., gauge user 38's sentiment; monitor user38's progress with respect to the bespoke journey (e.g., bespoke journey300); identify and address issues raised by or in light of user 38'sparticipation in journey event 402. In this manner, change managementprocess 10 may utilize information (e.g., information 136) associatedwith the plurality of recipients generated as the plurality ofrecipients participate in the plurality of journey events to dynamicallyadjust the bespoke journey. For example, change management process 10may automatically populate and/or update bespoke journey 300 of aparticular participant in real-time as the participant interacts withthe journey event.

General

As will be appreciated by one skilled in the art, the present disclosuremay be embodied as a method, a system, or a computer program product.Accordingly, the present disclosure may take the form of an entirelyhardware embodiment, an entirely software embodiment (includingfirmware, resident software, micro-code, etc.) or an embodimentcombining software and hardware aspects that may all generally bereferred to herein as a “circuit,” “module” or “system.” Furthermore,the present disclosure may take the form of a computer program producton a computer-usable storage medium having computer-usable program codeembodied in the medium.

Any suitable computer usable or computer readable medium may beutilized. The computer-usable or computer-readable medium may be, forexample but not limited to, an electronic, magnetic, optical,electromagnetic, infrared, or semiconductor system, apparatus, device,or propagation medium. More specific examples (a non-exhaustive list) ofthe computer-readable medium may include the following: an electricalconnection having one or more wires, a portable computer diskette, ahard disk, a random access memory (RAM), a read-only memory (ROM), anerasable programmable read-only memory (EPROM or Flash memory), anoptical fiber, a portable compact disc read-only memory (CD-ROM), anoptical storage device, a transmission media such as those supportingthe Internet or an intranet, or a magnetic storage device. Thecomputer-usable or computer-readable medium may also be paper or anothersuitable medium upon which the program is printed, as the program can beelectronically captured, via, for instance, optical scanning of thepaper or other medium, then compiled, interpreted, or otherwiseprocessed in a suitable manner, if necessary, and then stored in acomputer memory. In the context of this document, a computer-usable orcomputer-readable medium may be any medium that can contain, store,communicate, propagate, or transport the program for use by or inconnection with the instruction execution system, apparatus, or device.The computer-usable medium may include a propagated data signal with thecomputer-usable program code embodied therewith, either in baseband oras part of a carrier wave. The computer usable program code may betransmitted using any appropriate medium, including but not limited tothe Internet, wireline, optical fiber cable, RF, etc.

Computer program code for carrying out operations of the presentdisclosure may be written in an object oriented programming languagesuch as Java, Smalltalk, C++ or the like. However, the computer programcode for carrying out operations of the present disclosure may also bewritten in conventional procedural programming languages, such as the“C” programming language or similar programming languages. The programcode may execute entirely on the user's computer, partly on the user'scomputer, as a stand-alone software package, partly on the user'scomputer and partly on a remote computer or entirely on the remotecomputer or server. In the latter scenario, the remote computer may beconnected to the user's computer through a local area network/a widearea network/the Internet (e.g., network 14).

The present disclosure is described with reference to flowchartillustrations and/or block diagrams of methods, apparatus (systems) andcomputer program products according to embodiments of the disclosure. Itwill be understood that each block of the flowchart illustrations and/orblock diagrams, and combinations of blocks in the flowchartillustrations and/or block diagrams, may be implemented by computerprogram instructions. These computer program instructions may beprovided to a processor of a general purpose computer/special purposecomputer/other programmable data processing apparatus, such that theinstructions, which execute via the processor of the computer or otherprogrammable data processing apparatus, create means for implementingthe functions/acts specified in the flowchart and/or block diagram blockor blocks.

These computer program instructions may also be stored in acomputer-readable memory that may direct a computer or otherprogrammable data processing apparatus to function in a particularmanner, such that the instructions stored in the computer-readablememory produce an article of manufacture including instruction meanswhich implement the function/act specified in the flowchart and/or blockdiagram block or blocks.

The computer program instructions may also be loaded onto a computer orother programmable data processing apparatus to cause a series ofoperational steps to be performed on the computer or other programmableapparatus to produce a computer implemented process such that theinstructions which execute on the computer or other programmableapparatus provide steps for implementing the functions/acts specified inthe flowchart and/or block diagram block or blocks.

The flowcharts and block diagrams in the figures may illustrate thearchitecture, functionality, and operation of possible implementationsof systems, methods and computer program products according to variousembodiments of the present disclosure. In this regard, each block in theflowchart or block diagrams may represent a module, segment, or portionof code, which comprises one or more executable instructions forimplementing the specified logical function(s). It should also be notedthat, in some alternative implementations, the functions noted in theblock may occur out of the order noted in the figures. For example, twoblocks shown in succession may, in fact, be executed substantiallyconcurrently, or the blocks may sometimes be executed in the reverseorder, depending upon the functionality involved. It will also be notedthat each block of the block diagrams and/or flowchart illustrations,and combinations of blocks in the block diagrams and/or flowchartillustrations, may be implemented by special purpose hardware-basedsystems that perform the specified functions or acts, or combinations ofspecial purpose hardware and computer instructions.

The terminology used herein is for the purpose of describing particularembodiments only and is not intended to be limiting of the disclosure.As used herein, the singular forms “a”, “an” and “the” are intended toinclude the plural forms as well, unless the context clearly indicatesotherwise. It will be further understood that the terms “comprises”and/or “comprising,” when used in this specification, specify thepresence of stated features, integers, steps, operations, elements,and/or components, but do not preclude the presence or addition of oneor more other features, integers, steps, operations, elements,components, and/or groups thereof.

The corresponding structures, materials, acts, and equivalents of allmeans or step plus function elements in the claims below are intended toinclude any structure, material, or act for performing the function incombination with other claimed elements as specifically claimed. Thedescription of the present disclosure has been presented for purposes ofillustration and description, but is not intended to be exhaustive orlimited to the disclosure in the form disclosed. Many modifications andvariations will be apparent to those of ordinary skill in the artwithout departing from the scope and spirit of the disclosure. Theembodiment was chosen and described in order to best explain theprinciples of the disclosure and the practical application, and toenable others of ordinary skill in the art to understand the disclosurefor various embodiments with various modifications as are suited to theparticular use contemplated.

A number of implementations have been described. Having thus describedthe disclosure of the present application in detail and by reference toembodiments thereof, it will be apparent that modifications andvariations are possible without departing from the scope of thedisclosure defined in the appended claims.

What is claimed is:
 1. A computer-implemented method, executed on acomputing device, comprising: gathering transition information from auser concerning a business process transition event; and processing thetransition information to generate a bespoke journey concerning thebusiness process transition event.
 2. The computer-implemented method ofclaim 1 wherein the business process transition event includes abusiness process transition event from a first business process to asecond business process.
 3. The computer-implemented method of claim 2wherein the first business process includes one or more of: a firstoperating platform; a first software platform; a first hardwareplatform; a first operating environment; and a first operational system.4. The computer-implemented method of claim 2 wherein the secondbusiness process includes one or more of: a second operating platform; asecond software platform; a second hardware platform; a second operatingenvironment; and a second operational system.
 5. Thecomputer-implemented method of claim 1 wherein the business processtransition event concerns a transition event from a first businessoperational process to a second operational process.
 6. Thecomputer-implemented method of claim 1 further comprising: providing thebespoke journey to the user.
 7. The computer-implemented method of claim1 further comprising: providing information concerning the bespokejourney to a plurality of recipients participating in the businessprocess transition event.
 8. The computer-implemented method of claim 1wherein gathering transition information from a user concerning abusiness process transition event includes: rendering a user interfacethat is configured to gather transition information from the userconcerning the business process transition event.
 9. Thecomputer-implemented method of claim 1 further comprising: defining aplurality of journey scenarios; presenting the plurality of journeyscenarios to the user for review; and enabling the user to select aspecific journey scenario from the plurality of journey scenarios forthe business process transition event.
 10. The computer-implementedmethod of claim 9 wherein processing the transition information togenerate a bespoke journey concerning the business process transitionevent includes: processing the specific journey scenario and thetransition information to generate the bespoke journey concerning thebusiness process transition event.
 11. A computer program productresiding on a computer readable medium having a plurality ofinstructions stored thereon which, when executed by a processor, causethe processor to perform operations comprising: gathering transitioninformation from a user concerning a business process transition event;and processing the transition information to generate a bespoke journeyconcerning the business process transition event.
 12. The computerprogram product of claim 11 wherein the business process transitionevent includes a business process transition event from a first businessprocess to a second business process.
 13. The computer program productof claim 12 wherein the first business process includes one or more of:a first operating platform; a first software platform; a first hardwareplatform; a first operating environment; and a first operational system.14. The computer program product of claim 12 wherein the second businessprocess includes one or more of: a second operating platform; a secondsoftware platform; a second hardware platform; a second operatingenvironment; and a second operational system.
 15. The computer programproduct of claim 11 wherein the business process transition eventconcerns a transition event from a first business operational process toa second operational process.
 16. The computer program product of claim11 further comprising: providing the bespoke journey to the user. 17.The computer program product of claim 11 further comprising: providinginformation concerning the bespoke journey to a plurality of recipientsparticipating in the business process transition event.
 18. The computerprogram product of claim 11 wherein gathering transition informationfrom a user concerning a business process transition event includes:rendering a user interface that is configured to gather transitioninformation from the user concerning the business process transitionevent.
 19. The computer program product of claim 11 further comprising:defining a plurality of journey scenarios; presenting the plurality ofjourney scenarios to the user for review; and enabling the user toselect a specific journey scenario from the plurality of journeyscenarios for the business process transition event.
 20. The computerprogram product of claim 19 wherein processing the transitioninformation to generate a bespoke journey concerning the businessprocess transition event includes: processing the specific journeyscenario and the transition information to generate the bespoke journeyconcerning the business process transition event.
 21. A computing systemincluding a processor and memory configured to perform operationscomprising: gathering transition information from a user concerning abusiness process transition event; and processing the transitioninformation to generate a bespoke journey concerning the businessprocess transition event.
 22. The computing system of claim 21 whereinthe business process transition event includes a business processtransition event from a first business process to a second businessprocess.
 23. The computing system of claim 22 wherein the first businessprocess includes one or more of: a first operating platform; a firstsoftware platform; a first hardware platform; a first operatingenvironment; and a first operational system.
 24. The computing system ofclaim 22 wherein the second business process includes one or more of: asecond operating platform; a second software platform; a second hardwareplatform; a second operating environment; and a second operationalsystem.
 25. The computing system of claim 21 wherein the businessprocess transition event concerns a transition event from a firstbusiness operational process to a second operational process.
 26. Thecomputing system of claim 21 further comprising: providing the bespokejourney to the user.
 27. The computing system of claim 21 furthercomprising: providing information concerning the bespoke journey to aplurality of recipients participating in the business process transitionevent.
 28. The computing system of claim 21 wherein gathering transitioninformation from a user concerning a business process transition eventincludes: rendering a user interface that is configured to gathertransition information from the user concerning the business processtransition event.
 29. The computing system of claim 21 furthercomprising: defining a plurality of journey scenarios; presenting theplurality of journey scenarios to the user for review; and enabling theuser to select a specific journey scenario from the plurality of journeyscenarios for the business process transition event.
 30. The computingsystem of claim 29 wherein processing the transition information togenerate a bespoke journey concerning the business process transitionevent includes: processing the specific journey scenario and thetransition information to generate the bespoke journey concerning thebusiness process transition event.